IOI Implements LionaCX to Support the Lapor Mas Bup Public Complaint Service in Klaten Regency

Lapor Mas Bup is the official public complaint service of the Klaten Regency Government in Central Java. Residents use it to submit reports, complaints, aspirations, and suggestions about the environment, public facilities, infrastructure, and public services.

PT Inovasi Otentik Indonesia (IOI) supports the service with LionaCX, so that complaints arriving from WhatsApp and the website can be received, recorded, routed, and monitored in one workflow.

The Challenge

Complaints arrive at any hour and cover many subjects: roads, street lighting, health, education, the environment, and administrative services. Each subject is handled by a different regional government agency.

When complaints are recorded and forwarded by hand, there are three risks:

• Complaints get missed, buried among other conversations.
• Conversations go undocumented, so the next officer has no context.
• Reports arrive late at the unit with the authority to handle them.

How Residents Report

Lapor Mas Bup offers two channels, so residents can choose whichever suits them.

1. WhatsApp

Residents send their report to the official number 0856-7567-333, which is open 24 hours a day. An automated bot guides them through the details needed: what happened, where, the report category, and supporting evidence if they have it.

Residents do not need to install or learn a new app. They use the chat app they already use every day.

2. Website

On lapormasbup.klaten.go.id, residents can:

• Submit a complaint and attach photos, documents, or videos.
• Track the status of their report.
• View complaint data and complaint statistics.

Officers use the reporter's personal details to ask for clarification when needed. Complaints that contain personal data or sensitive information can be marked as private reports.

What LionaCX Does

LionaCX turns residents' conversations into structured complaint data that officers can track easily. The flow:

1. Receive. Reports from WhatsApp and the website arrive in one place.
2. Record. The conversation and the reporter's identity are saved, and the report gets a ticket number.
3. Categorize. Each complaint is grouped by the type of problem.
4. Route. The report goes to the officer or regional agency with the authority to act.
5. Track. Status and follow-up history are visible in one place.
6. Update. Residents receive notifications on their report's progress.

Because the conversation history is kept, the officer who follows up has the full context when responding or asking for clarification.

Officers Still Make the Decisions

LionaCX handles the administrative work: receiving, recording, and routing reports. Verifying reports and deciding on follow-up remain with the officers and regional agencies that hold the authority.

This division of roles keeps the service accountable. The system speeds up the flow, while officers check the facts, set priorities, and coordinate the resolution.

Data for Service Evaluation

Because every complaint is recorded, the regional government has material for evaluation, for example:

• The categories reported most often.
• Areas that need more attention.
• The number of reports currently being processed.
• Response speed and resolution rate.
• Recurring problem patterns.

The Klaten Regency Government already uses residents' reports as a basis for follow-up, including the handling of road conditions.

IOI's Role in the Implementation

IOI does not only supply software. It also helps fit the solution to the service flow and the way officers work. Implementation support can include:

• Mapping the complaint process.
• Configuring the communication channels.
• Designing the complaint flow.
• System integration.
• User support.
• Evaluation after go-live.

About LionaCX

LionaCX is IOI's AI omnichannel customer engagement platform. Organizations use it to manage WhatsApp, web chat, and Instagram, complaint handling and ticketing, routing tickets to officers, automated responses and notifications, and service dashboards, all in one system.

LionaCX can be adapted for companies, government agencies, public services, and educational institutions that handle many conversations every day. Learn about LionaCX.